Service Desk Specialist
About the role
The Service Desk Specialist will lead daily service desk operations, ensuring high-quality support services to end users and consistent achievement of SLA and KPI targets. The role involves managing and overseeing service desk teams, monitoring service performance, handling escalations, managing phone and chat support channels, and coordinating with vendors. Additional responsibilities include workforce management, shift planning, outage analysis, reporting, and driving service improvement initiatives. The ideal candidate will have 4 to 6 years of relevant experience in service desk operations, team leadership, incident management, and IT support services, with strong skills in people management, SLA/KPI management, and process enhancement.
Must have
- People Management and Team Leadership
- Service Desk Operations Management
- SLA and KPI Management
- Incident, Problem, and Escalation Management
- Workforce Management and Shift Planning
- Attendance and Leave Administration
- Infrastructure and Voice Management within OMC Environments
- Vendor Management and Stakeholder Coordination
- Service Improvement and Process Enhancement
- Data Analysis and Reporting
- Customer Service and User Experience Management
- Coaching, Mentoring, and Performance Management
- Outage Analysis and Incident Impact Assessment
Highlights
This is a 24x7 shift-based role requiring comfort with rotational and night shifts. Candidates must have 4 to 6 years of relevant experience. The role involves working in a high-pressure, fast-paced environment and may require handling critical incidents and outages.
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